Customer Care Representative

Bosa Properties Inc; Vancouver; Hybrid; CAD 61,000 - 85,000; Full time

Job summary

A prominent real estate company based in Vancouver is looking for a Customer Care Representative to enhance the homeowner experience across its residential portfolio. In this role, you will ensure timely support, clear communication, and effective issue resolution while maintaining a strong reputation. Ideal candidates will have 2-3 years of relevant experience and strong communication skills, with a commitment to community-focused service. This position offers a salary range of CAD 61,406 - 84,420.

Qualifications

• 2-3 years of experience in customer service or related role.
• Comfort navigating multiple priorities in a fast-paced environment.
• Willingness to learn building systems and warranty processes.

Responsibilities

• Build and strengthen communication with homeowners and internal teams.
• Deliver professional homeowner orientations and inspections.
• Collaborate with Strata Corporations and Property Management companies.
• Monitor homeowner satisfaction and recommend actions for improvement.
• Prioritize timely resolution of service tickets.
• Identify issues early and assess need for escalation.
• Collaborate with Customer Care Managers for process improvements.

Skills

Strong communication skills

Excellent organizational abilities

Ability to assess issues

Technical aptitude

Experience with customer service platforms

Job description

Bosa Properties Inc. (“BPI”) is an end-to-end real estate company offering human-centered solutions for property development and management. Based out of Vancouver, Canada, our team of in-house experts work across residential, commercial and master-planned projects, with a growing residential portfolio that includes more than 22,000 homes that are built or under development, and an income portfolio that includes 5.5 million square feet of retail, industrial, office and rental properties under management.

We are an organization of high achievers and believe what is created in community is always better than what is created in isolation. We set high expectations and support you in achieving excellence. We are building a trusted community to collaborate, learn from each other and deliver results.

#LI-Hybrid

About The Role

The Customer Care Representative plays a key role in delivering an exceptional homeowner experience across Bosa Properties’ residential portfolio. This role ensures that homeowners receive timely, high-quality support through clear communication, effective issue resolution, and consistent service delivery. By partnering closely with internal teams and external contractors, the Customer Care Representative helps maintain the strong reputation of Bosa Properties and contributes to continuous improvement of our post-occupancy service model.

What You'll Do

Homeowner Experience & Communication

• Build and strengthen communication with homeowners, Axiom Builders, third-party contractors, and internal BPI teams to set clear expectations and provide timely updates.
• Deliver professional homeowner orientations and inspections, ensuring a consistent experience and accurate documentation within Bosa Properties’ proprietary Customer Care Portal.
• Collaborate with Strata Corporations and Property Management companies to ensure building systems are managed.
• Monitor homeowner satisfaction through survey results, identifying service gaps and recommending actions to enhance the overall experience.
• Prioritize timely, high-quality resolution of service tickets to maintain homeowner confidence and uphold service standards.
• Identify issues early and assess risk or complexity to determine when escalation to internal or external teams is required.
• Collaborate with Customer Care Managers to identify recurring issues, share insights, and support process improvements.

What You Bring

• 2-3 years of experience in a customer service, property management, residential construction, or related role.
• Strong communication skills with the ability to manage expectations and convey information clearly and professionally.
• Excellent organizational and time management abilities, with comfort navigating multiple priorities in a fast-paced environment.
• Ability to assess issues, determine next steps, and escalat appropriate when required.
• Technical aptitude or willingness to learn building systems, warranty processes, and inspection procedures.
• Experience with customer service platforms is an asset.

Our salary ranges and bonus percentages are determined by job family and level. Base salary is determined by a combination of factors including, but not limited to, education and training, years of relevant experience, and internal equity.

$61,406 - $84,420 CAD

Who You Are

• Trustworthy: You lead with trust when interacting with your team and other departments. You proactively build trust by demonstrating credibility, empathy, and sincerity.
• Humble: Unpretentious and self-aware, you take responsibility for your mistakes. You know that egos are barriers to doing our best work and always learning.
• Community focused: You believe what is created in community is always better than what is created in isolation and excellence is created through collaboration.

How To Apply

We value your interest in Bosa Properties. While we can only respond to shortlisted applicants, we will keep your information on file and consider you for future opportunities as they come available.

You belong here! If your experience and interests match with some of the above, we want you to apply. We are dedicated to building a diverse community, where everyone belongs.

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.